Refund policy

Thank you for shopping with Lucy Velle! We are dedicated to providing you with high-quality fashion and a seamless shopping experience. If you are not entirely satisfied with your purchase, we are here to assist you.

1. Return Window

  • You have 30 calendar days from the date you received your items to request a return or an exchange.

  • Unfortunately, we cannot accept return or exchange requests beyond this 30-day period.

2. Return Conditions

To be eligible for a successful return and refund, please ensure your items meet the following criteria:

  • The item must be brand new, unworn, unwashed, and undamaged.

  • The item must be returned in its original packaging with all tags and labels fully intact.

  • Non-Returnable Items: For hygienic and safety reasons, certain items cannot be returned, including intimate apparel (underwear, swimwear), gift cards, and items marked as Final Sale.

3. How to Start a Return

Please follow these steps to ensure your return is processed efficiently:

  1. Submit a Request: Send an email to contact@lucyvelle.com. Please include your Order Number, the Name of the Item(s) you wish to return, and the Reason for the Return.

  2. Get Confirmation: Our customer support team will review your request and reply within 1 to 3 business days. Once approved, we will provide you with a dedicated return shipping address and detailed instructions.

  3. Ship Your Item: Pack your items securely and ship them to the designated warehouse address provided by our customer support team.

⚠️ IMPORTANT WARNING: Please DO NOT ship your package to our office address (11821 Cheshire St). This location is strictly an administrative office and does not have a warehouse facility to accept return shipments. Any packages sent to the office address will be automatically rejected or lost. Lucy Velle is not responsible for any packages returned to the incorrect address.

📌 Shipping Costs: Unless the return is due to a product defect or shipping error on our part, customers are responsible for paying their own return shipping fees. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

4. Refunds

  • Inspection & Approval: Once we receive and inspect your returned item, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund.

  • Processing Time: If your return is approved, your refund will be processed and automatically credited back to your original payment method within 5 to 7 business days.

  • Delayed Refunds: Refund processing times may vary depending on your bank or card issuer. If you have not received your refund after 10 business days, please contact your financial institution or reach out to us at contact@lucyvelle.com.

5. Contact Us

For any questions or further inquiries regarding our Return & Refund Policy, please get in touch with us:

  • Email: contact@lucyvelle.com

  • Office Address (Office Only — Do Not Send Returns Here): 11821 Cheshire St, Norwalk, CA 90650